When an assister calls the ARC, they are asked who is on the line at the beginning of the call. The reason for this is so ARC staff can make sure they are not sharing protected information with someone who is not authorized. For example, if a parent is with an assister and they call to check an adult child's case and the parent is not on the case, information cannot be shared with the parent.

It is important that assisters and the ARC work together to ensure that all possible steps are taken to protect the privacy of all consumers. In general, if an assister is calling the ARC with a consumer on the line, the personal identifying information provided to the ARC should be for the person that is on the call with the assister.

Consumers are required to be with the assister on the call for:

• User id/password retrieval and/or reset
• Closing any case that has a pending or active determination
• Reporting changes to a QHP case
• Enrolling in or terming QHP plans
• Attesting to a qualifying event for enrollment